Dear Dell/Alienware my issues.. Im really upset at this point.

Ok let me start fro,m the begining.. when i got my m18x my 460s started acting up.. freezing and over heating.. It took me ruffly 20 calls to get a rep that wasn't rude to me to try and help me.. and after about 8 hours of remote diagnostics all they wanted to do was swap out my mother board.. instead of just replacing the gpus.
so a tech came out to the house and took one look at my system got really rude and said they dont pay me enough to work on that.. and started snapping at me..
so i demanded he call his supervisor and once he was on the phone he told me that if the tech didnt want to work on the system he did not have to.. so i snatched the box containing the motherboard from him and said he could leave..
The manager told me i had to give it back and i told him i would not and that ether he sends another tech out or ill just keep the mother board and do it my self.. well after screaming at me for about 5 minutes on the phone he agreed to send out another tech.. well the second tech got to my house and tried to take back the mother board and leave so i took it back and asked him to leave and called the manager yet again and he sent a third person out and before letting him in i explained what was going on and he told me that here in CA that they do not get paid enough to do the work and if they damage some thing that they are held responsible.. he said he didnt have lunch yet so he wanted to do the work at a taco bell..(which was weird but i went with it)
He was some what polite but he damaged my system.. he broke the connector that holds the ribbon in place for the media keys on the mother board .
he cracked the bezel around the keyboard and cracked the front right corner by the speaker.. the hard drive wouldn't recognize and he said he did his job and for me to call dell..


I went home tore it all back apart and fixed his mistakes and called alienware the next day and got told by me doing that i could void my warranty and they were very very rude to me on the phone..
well the problems stayed with the gpus so i called back and told alienware that i still had the same issues and that it didnt help.. well they didnt want to replace the gpus at all and got very rude and down right mean about it..
then they were like we dont even have the 460s any ways to ship to you so i said ok send the 485ms then or the 580s and the rep was like yea you must be crazy to think we would do that..
so i suggested the 6970s.. amds low end cards and they were like yea right..umm no and i said at that point whats it going to take to get my machine fixed.. its still in warranty and yet you dont want to fix my problem..
the rep told me to call nvidia and take it up with them so i asked to speak to a manager and the rep was like yea sure hear hold on a minute and hung up on me.. i called back 15 more times and got no where.. then i just started demanding to speak to a supervisor..
all the reps except one was like theres nothing a supervisor can do for you and only one was like yea sure let me put you on hold and transfer you.. and i swear this was like 30-40 straight call backs when they would refuse..


When i got to a manger he told me i need to deal with the regular rep first and and only then would he determine if he needed to speak to me and put me on hold with out hearing what i had to say and transferred me to another rep..
This rep heard my story and said that they would swap my cards per the manager to the 6990s if i bought 2 years worth of warranty separately..I ( I argued with the rep and demanded to speak to the manager about this since my machine was still in warranty and he said there was nothing they could do that they didn't have any replacements available and that the only way for me to get it fixed was to buy 2 years worth of warranty separately or i could deal with what i had) So i did.because at that point even with a warranty no one wanted to help me.. or let alone help me get my machine fixed..


so i bought the warranty and the cards came in 2 boxes that said refurbished on them.. well they worked all of a day and i went threw this whole scenario over again and finally gave up and posted on the forum.. and Dell/Alienware got in touch with me.


For my troubles Alienware sent me the 7970s.. Knowing that I had the M18x-R1 and its been a losing battle since.. I cant game.. when ever i call dell i get threatened that i have to return the cards or lose my warranty i bought and paid for...
and that the only thing in stock is the 6970s or to go back to the 460s..


all of this is very inappropriate..


im seeing people getting there r1 swapped for top end r2s for far less problems than i am haveing.. my 7970s are jacked.. I wish i knew what was wrong with them and had the skills to fix the issue.. i cant game.. hell i can barely use the internet.. and there are people getting there r1s swapped for less? into a top specked 680sli 3920xm r2?
and i cant get helped? this is unacceptable.
on NBR i keep my mouth shut and back alienware up 150% and not one rep has approached me trying to help me out..

And I have got to say it is appalling that when you call you get treated like crap.. like there mad at you that you own this system..
happens every time i call.. rude rude rude.. Dont believe me? lets Do a 3 way.. I Guarantee if we call 5 times that I get 5 rude people even when you are polite.
i will go into detail about the problems im having with the 7970s but we all know what they are.. and i feel it pointless... so if you want me to describe the issues over let me know and i will do so..









I haven't been able to use my laptop for over 5 months now and it sucks..


so this is my problem.. I would like some help with it that doesn't require hours on the phone/ remote diagnostics.. or sending my laptop into depot with out a replacement... (my time is money)

I use this for work and can not afford the down time.. integrated graphics work fine for the most part.. but i can not game and that is why..the main reason I bought it.. also it impresses people when you meet the for lunch and you bust this bad boy out to show them examples of your work..

well thank you for bearing with me.. and ill be posting videos here shortly.. also this is about half of whats going on.. I didn't feel any one would read through he entire thing if it was pages long..

http://www.youtube.com/watch?v=jXf_JRqGxCo&feature=youtu.be

http://www.youtube.com/watch?v=yF_9_va4v3s&feature=youtu.be

http://youtu.be/KfuijnkdJZs

 

I wish I could say I have had better luck but I haven't. I have been dealing with crap since June and mine still isn't resolved. My last support person was suppose to call me back almost 2 weeks ago and now she isn't returning my emails. It has been 11 days since I was told I would get a call back about what would be done to fix my computer and fix what the second tech did to my laptop.

I couldn't depot my laptop as I was In the middle of doing 2 weeks of finals. I was told if I would had sent it in all my problems would had been fixed. But I can not be without my laptop for 2-3 weeks like I was told it would take. I can't be without my laptop for 2 days as I am taking 7 classes right now. Losing my laptop for more than 2 days would cause me to get an f for the week.

The last tech had no idea how to even take apart my laptop and she put it back wrong also, my hard drive got downgraded and I was told it was replaced with what was in the system even though I told them I could send them pictures of what kind was in the computer before they changed it out. She didn't clean the CPU when she reapplied what little thermo paste she had left because she used it all on the gpus. And even then she put the sli cable on wrong.

I am about given up on Alienware support and I have stopped telling my friends and co-workers how great the laptop is because of the support I got this time.

I do tech support for a couple of companies on the side besides my main job. I just installed 2 server racks for a network and went out of my way and used a different company because of the service I got from Alienware. It was a half a million that dell lost out of business.

Now the support on the site is good but you have to complain very loudly to get it done. Which you shouldn't have to do to get decent support. You shouldn't have to get bad service like both of us have got to good service in the end.

The old saying when a customer receives good service they tell 3 people. And when someone receives bad service they tell 10-15 isn't true anymore. The numbers are in the 100's with all the different ways we talk with our friends.

I really hate to complain at all. I don't mind giving many chances to get it right. I am just tired of dealing with it now. I had to spend money on upgrading a old desktop so I can use it for school to do some of my work as a render farm on the side. Which was a pain in my butt getting new licenses for software. Getting adobe and autocad support still has been a lot less painful than alienware.

I just hope yours turns out better than mine has been going.

 

It might be time to pay a visit to United States and Canada BBB Consumer and Business Reviews, Reports, Ratings, Complaints and Accredited Business Listings
I'm sure things could only move faster if they were involved.

I'd go nuts if I was in a similar situation.

 

Wow... You and me are very different because I am paying Dell near $5000 for their most elite laptop and expect to be treated so. Everyone I know thinks I am crazy for doing so and I know there are not that many of us who buy these laptops compared to the average user. Dell should treat us like we bought a premium system from them. When my 6990s were overheating they tried their hardest to not help me. I told the person that I spent way too much money on this machine to be treated this way and for all of this you can take your machine back. You lost $5000 thank you and I promptly returned the machine. I spoke with the sales rep who was shocked by this and offered me the 580m system at the same price. She didn't want to lose out on the sale. I still to this day would have no issues about telling Dell to take their system back. And if techs come to my house and treat me as such then the deal is done. I have no patience for that. I noticed with most companies these days that customer service has gone out the door. I hope for your sake that they replace your system with a brand new top of the line 680m SLI machine and XM processor. All conversations you have had and issues should be on your record with Dell which will also help you with the BBB. Please keep us up to date as I am interested on how this story turns out.

 

I wish you the best, today my machine is being sent to the depot. I really can't do without my machine but I have no choice. I'm expecting that the issues won't get fixed. I've spent a fortune on their warranties not to mention the machines, as others have said the costs involved with both the machine and warranty should get you excellent customer service as you are paying premium.

Wisdom passed down from others, keep a log/journal with time/date/person/length of call/length of remote diagnosis. These things will help you in the long run regardless of where you have to plead your case.

If you can hit up the alienware forum reps or read some of the best ways to contact alienware to try to get high level support. I believe there are several ways to communicate with them via social media.

Don't let this get to you, you have a community of fellow members who will support you. You shouldn't be treated this way, it's unacceptable.

 

DumbDumb , man i feel your pain thats one bad luck story and extremely bad customer service from Dell/Alienware .

But i have had a few AW laptops over the years and got to deal with some fine support members and also alot of rubbish ones , i am unsure if it will help what i can pass on to you ! what i have learnt over the years but hey its worth a try no ?

Twitter - @dellcares
Email - [email protected]
ChrisM or Frank over @ Alienware Forum - Alienware Forum - Alienware Club - Dell Community ( these guys are awesome help )
Anton Level 2 Tech support ( dealt with this guy for years ) or Chris ( tech support ) i get Anton on ( [email protected] )
Dell customer services [email protected] or [email protected] (both great help )

And last but not least the Fine members here in the community !!

i really hope you get sorted dumbdumb good luck !! , i may have more contacts i will have a good look through and post if i do...

 

Sad part is, I wish I wouldn't have sold my 6990 R1 as it was working perfectly. I wanted the new cpu, gpu and the warranty, I took the risk and lost. I finally called tech support, hardware diagnostic at boot up and alienware diag found no problems. Got off the phone with the tech, played diablo 3 for a short period of time and it blacked out again. I dread dealing with the customer support and regret spending 4k on this machine.

 

i cant really answer for the blacked out screen because i never had that issue . i done a fresh install with windows 7 and installed 12.7b and had no issues up to date worth a try for yourself ?

Performance wise has been amazing imo !!

 

We disabled all services at load up and issue occurred. I can take out the ssd's and run the stock 750 hard drive it came with, will take some patience dealing with how slow it is, see if the issue occurs again. We ran disk checks, etc.

 

a little extreme... i figure they will take care of things.

hhhhhhhhhhhhhhhhhhhhhhwwwww

 

I dont think so, if something similar would happen to me I would not wait 5 months before going that route.

Just that part where you had to buy extra warranty from them to get those 6990m is unacceptable to me and thats probably where I would have went to the BBB in the 1st place.
My time is not worth much but its still is too valuable to have issues over that long.

 

Well im being told i have to send it into depo.. so they can fix my current configuration.. im torn between my respect for alienware and the way im being treated..
im also worried that if i send my machine in that ill get it back all jacked up and with low end cards..
its almost like im being told to shut up and deal with it..or else.. so i dont know what to do..

 

I don't know why it seems the "send to depot" is almost always the answer to everything when we have "at home repair warranties". I don't know about you but I can't afford to be without my laptop for very long.

 

I'm guessing you didn't receive a response today? Hah, I have been through everything you posted in OP... They wanted me to send in my laptop w/o replacement too as well... Not acceptable in my case... I use my laptop for work everyday and cannot afford to not have a laptop for 15 days... I am really surprised that one of the NBR AW techs haven't chimed in yet... I really cant believe how horrible AW support has become... Phone reps need re-training, stop acting like we're all a hassle for you! Stay behind your product and give us the needed support we deserve and more importantly PAY FOR!

The dell techs they send out to your house is a hit and miss... I have had horrible to great service with them (more bad ones than good....) Whatever you do, do not let them shaft you... They will try to downgrade you and say something stupid (like in my case) "....6970m's are just as good as 7970m's, so we're going to replace it with 6970m's..."

Man, reading your post is getting me fired up... AW/DELL you need to respond and help our fellow Alienware comrades! Keep us posted brotha!

 

edited..edited..

 

yea well we will see what happens

 

That's a terrible story in the opening post. Sorry that those things happened. I'm not sure why they did not exchange your system for one that works right a long time ago. I anticipate they will make things right... they always have in my case, but now and then it seems to come with a sad set of circumstances as a prerequisite for resolution. But, don't give up hope. I have every reason to believe the Dell/Alienware reps that are members of the forum will see that your issues are resolved in a way that restores your confidence in the brand and product because they care. Whether that is by fixing your current system or exchanging it, I believe they will come through for you.

 

They want to give you 6970's to replace your 7970's? Ok, tell them to give you 4 and the chassis to fit 'em to have equal performance to the 2 7970's. Unbelievable!

 

That is why when I receive my system I do all benchmarking / troubleshooting required, check every part of the system (if needed I open it in pieces) and make sure it works the way it should be.

My last purchase of m18xR2 was working beautiful with the 7970m crossfirex until I had a problem with the CPU (being shipped with the wrong heatsink); Immediately I took action (And I was within the return policy) and asked for a return. When I paid over 5k for this system I expect to work as it should work, but Dell / Alienware always have done their best to give me all that I wanted.

Now, my new system is with purolator on the way, to be delivered and while I could manage to get the service tag no. I already checked online the parts shipped with this system. Guess what? Again it has been shipped with the wrong heatsink!!! Immediately I called Alienware support and while I was for near an hour over the phone, they are shipping the quad core heatsink to me and I will replace it myself.

I know it is sad because we pay so much money and those systems should work without any issues, but I guess nobody / nothing is perfect.

I am sorry to read about your issues. I wish you best of luck and I hope that Alienware / Dell will take care of you. They always do!!!

 

Recently Dell/Alienware reps had me jumping through hoops going nowhere trying to get a new palm rest and keyboard.

After contacting Bill_Dell, everything worked out in a timely manner. If you are reading this.... thank you Bill & Lorna!!!

To anyone else still having ongoing problems I recommend contacting Bill.

 

Thats insane! Did they give you a reason why they wouldn't replace your 7970m's and wanted you to downgrade? Thats like going to a dealership and have the sales guy ask you to trade in your Ferrari for a GeoMetro... High-Fives in da face!

 

His original system was 460s. Then he bought an upgrade to 6990s. Dell replaced the 6990s with 7970s as warranty replacement. So if he requires another warranty replacement it seems fair for the replacements to be 6990s. I think his complaint is that Dell wanted to replace with 6970s.

Now if he didn't technically buy the 6990 upgrade and they were also warranty replacements, then I can understand that Dell could even go back to 460s in which case 6970s are justifiable since they are an upgrade from 460s.

UPDATE:

After reading your original post, I realized that you didn't buy the upgrade and that it was a warranty replacement. Therefore, your base system is the 460s and the 6970s seem like a reasonable replacement. I can't imagine you are upset that your not getting a free upgrade. But you definitely deserve to have a running system with the 460s.

I think the problem is that when you took the motherboard and refused to give it back, that is theft and you got yourself marked as a "difficult customer". The reason is that the Dell contractor needs your original motherboard to return to Dell. Your warranty is for a replacement motherboard, not an additional one. If he breaks/damages your system during a repair, he, as a contractor for Dell, is responsible and Dell will take care of you. You kept taking things into your own hands and that makes you a liability to a company that is warrantying your system.

Sending to depot sounds like a good idea at this point. Make sure your system is cleaned up and send it in so that Dell can get it back to a "factory" state. At least you still have the warranty at this point and once they get your system back to working state, you can consider upgrading the video cards separately if so desired.

 

I don't think that is really fair... That is just mean... They upgraded it because of all the problems... He was forced to get more warranty to get them to fix the cards. And the upgraded them since they no longer carried the cards anymore... And then after they upgrade the cards and he had more problems they want to downgrade him...I don't think I would be calm...

 

He deserves to be upset because Dell/Alienware upgraded his cards for the trouble thanks to a-trying-to-be-helpful tech who upgraded him to a 7970 set of cards. Now someone isn't talking to someone and the techs are now thinking those cards were a mistake and plan on taking them back. Again, everyone is forgetting the amount of money that went into buying this laptop. This is not some little inspiron laptop. This is an elite gamiing PC and he deserves to be treated like so. Dell can't take back the GPUs they offered for the trouble he went through. I would tell Dell to take their system back and leave it at that. Get your money back and invest in either an R2 if you must have it or a Ultrabook and a Gaming Desktop. I can see if you were just trying to get an R2 but you have legit claims that need answers now.
The BBB is not too drastic and sounds like the correct way to go.

I cannot believe that about the Techs Dell sends out. I paid (a lot) of a big warranty and then Dell finds a way to snake out of it by making a third party responsible if something happens? I don't think so. Dell seriously needs to look into upgrading their warranty system and the way at-home techs are handled because too many are either too scared or have never dealt with an alienware system before.

Just gets me fired up! Grr

 

this is where i show self restraint.. you mean to tell me you condone the action and practices of making customers buy extend warranty when they are under warranty to get there machine fixed? because thats what happened to me..
and your telling me you can sit there and honestly say that.. yea sure give him 6970s a card he has never had and forget the money he paid.. or he was being screwed in the first place.. I mean never mind that i had a warranty and that they didnt want to fix my machine.. and i had to pay 1100 extra dollars to get the problem fixed.. never mind i had to fight tooth and nail while under warranty to get them to even do any thing.. that's nuts.. to sit here and actually think that any one would be ok with that..

Now yes i did recieve 7970s from Dell for all of those problems.. and now they are failing.. and let me get this straight, you think that oh you got your system with 460s.. you got upgrades one way or another legitimately from dell which means your system config has changed.. that it is ok for Dell to now threaten your warranty that you had to extend to get a problem fixed? all because they didn't have the cards in stock or some crap.. that its ok for them to take your money and then down grade you after they upgrade you for your issues.. all because the card has not been validated in the first place in the R1?

buddy im a consumer.. I paid good hard earned cash for my system and i dont know what society you come from but where i'm from that crap doesn't fly..

I really want to say to you that i hope your R2 takes a crap on you and that while under warrenty that your forced into doing what i had to do because they dont have the 7970s in stock..(wich from what i gather they dont at the moment..) but now they offer you 2 things.. 1 to deal with your issues.. and you have to call back 30-40 times to get told that you now have to buy 2 years worth of warranty separately or you wont get helped... and lets say you do because you dont want to be out that money that you just spent on that brand new shiny toy of yours.. and you get the 680s.. and they take a crap on you.. and since you all ready stated that you feel its fair for people to get screwed that it should be ok for them to just give you an R1 since they dont have r2s in stock.. or even 675s..

dude i dont get flustered easily and you my friend have done it.. look it is not fair.. that would be a down grade of whats currently in my system and id be out 1100 dollars i was forced to pay to get my system fixed when i had my first problem..
all while i was under warranty.

now lets keep this on track.. my OP was to give some background to the situation nothing more.. and my issues are the following.. 1. inmy original post you will see where i had issues with my 460s and they did not want to fix them..you will also see that because they didnt have the cards that i was forced to pay out of pocket an extra 1100 bucks to get the problem rectified.. since there was no eta on when the 460s would become available.. and if i remember correctly the guy on the phone told me ..no time soon..as to an eta.. and so when asking for a different card since they didnt have the 460s available he told me there was nothing he could do and when i would mention different cards he actually said you must be crazy to think we would do that.. Now my issue here is that i was under warranty and IT IS NOT MY FAULT IF THE DAMN CARDS ARE NOT IN STOCK IN ANY WAY SHAPE OR FORM, AND I WAS UNDER WARRANTY SO THEY SHOULD HAVE FIXED THE PROBLEM..

and 2. My second issue here is that after i was told that the only way i would ever get it fixed is by having to purchase 2 years of extended warranty seperatly is that my cards i received the..6990s did not work and they didn't want to do any thing about it.. same issues as before.. sorry they are not in stock and there is not an eta on them.. and all the rude reps id get.. after just having to pay extra money to fix the issue while i was under warranty..
and now 3.. Since i was getting no where i posted here and was immediately helped.. and for all of those very valid issues I was upgraded yes.. and so my system config was changed.. to reflect top end 7970s..wich worked at first and went rapidly down hill..
and not to mention that in the pursuit of finding drivers in the first 2 months of owning the cards and calling alienware to see what the eta was on them that i would get threatened by reps that my warranty would be null and void if I did not return these cards..asap.. and to be told that id have to return these cards for 6970s..lol
and lastly 4.. why should it be ok for me to lay down and take it.. I mean i was upgraded to these cards for my issues wich means it noted that they were real and valid.. and because these cards are not validated for the r1 and are failing on every sytem they were put into..why should i have to down grade.. in any shape or form.?

the techs and reps on the forum are great.. I have no complaints there.. they do try to go the extra mile for people..

 

At this point I think Dell should just offer to refund you all the money you have spent so far.....and a box of chocolate.

 

Seriously though, these machines are great but not with out fault. My opinion stands with going to BBB and getting a full refund. I would like to see someone from Dell/alienware respond to this post to see how they are dealing with this situation.

 

Chill... No personal attacks are necessary. We'll all just trying to help you out and get your system working...

Correct me if I'm wrong but this system is already a refurbished replacement for a M17xR3 in Sept/Oct 2011 for the previous owner. So, technically, I'm surprised Dell isn't trying to downgrade you to an M17xR3. Just send it in and let Dell fix it. I think they're being more than fair given all the facts. The sales rep probably did you a favor by upgrading your warranty to an accidental damage warranty because otherwise Dell could have claimed you damaged it when you upgraded the CPU, or OCed your CPU and GPU to obtain your top-notch benchmarking results. More than likely you damaged the GPUs when you ran them with such high clocks anyway. In the future, use some restrainst when OCing and because it comes with the territory...

Good luck and I hope you get your system fixed soon.

 

I don't think you'll see any involvement from Dell reps here because I believe this system has already been escalated to higher levels due to its history. I noticed that Porras has viewed DumbDumbs profile and decided not to respond at this time. Which was one of the reasons I thought to try to help...

But this brings up a good point: If they do issue a refund, does it go to the original purchaser? Do replacement systems come with the same warranty and have the opportunity for replacement? And, do replacements for a replacement system get upgraded from the replacement system or the original system?

 

yea i dont want a refund.. thats not the point here..

 

Ocing is not the issue..

edited because i just found out some thing i never knew.. thanks..

 

you should really contact all company reps here on the forum if you haven't done so, they are one of the most helpful reps you will ever meet

 

Isn't this the system?

http://forum.notebookreview.com/not...8-sold-fs-ft-alienware-m18x-2720-460-sli.html

Note that the original owner said: "2) Refurbished. No scratches anywhere. Dell replaced my M17R3 with this unit in late Sept/Oct 2011."

 

hahaha you got me... but in all honestly I did know that.. i never remember reading that this said replacement for an R3.. that is news to me.. Now if they tried that id be at the BBB front door.. lol..
and after buy this from him I trasfered the warrenty over and used the laptop for a month.. and had an issue.. and since the policy is in placement that these machines have a transferable warrenty to whom every purchase the laptop if its in warrenty.. I dont understand why you would even bring that up.. since it wouldnt matter since i never had the R3 and i did not know.. after pming him I never looked again at the original post.. but i do see it was edited on 2.2.2012.. and now after rereading it.. I have to say that I did not know that and it kinda explains why i get so much grief when I call in.. you my friend just open a whole new avenue up to me to argue about.. when your intentions were to point out that the system was a refurb wich I knew about but that was never relivant..

so with that said now I want to know why it is that it seems my service tag is red flagged when ever i call in.. if the warranty is transferable to a new owner then why should i get any flack for what the original owner did in the first place?
I dont know if he called in and cussed people out or what.. but what i do know is when ever i call I get a boat load of crap and very rude people.. even when i polite.. but now that you pointed this out it kinda makes sense so.. I thank you..

so now i feel like hey ? I can understand there position some what at this point given the systems history but again that is not my fault.. in any way shape or form.. once that warranty is transferd over there should be a clean slate.. for the new owner.. not grief and crap since the original owner might have burnt some bridges.. and especially when i had to buy a 2 year warranty to get it fixed when the machine was in warranty..

fact remain I have done absoulutey nothing wrong here..and i have an issue that has not been addressed..

 

Exactly my thought...

My only recommendation is to send it into depot and hope for the best. Anyone else got any suggestions?

 

I don't see your point... Dumbdumb just simply wants Dell to make things right for him (ex. replace defective parts). Not a refund... Its still a dell/AW product under warranty, what is the issue?

Everything in the system was sold/given to him by Dell, its not like he took a brand x videocard and stuck it in his laptop that caused this problem.... DELL replaced his troubled 460m's with 7970m and they should honor his warranty... I would think they wan't his business.. Do we start rejecting customers with legitimate warranty claims from here on and just offer refunds?

EDIT: Now, we're on the same page.

 

Some months ago Alienware started treating people who had refurbished machines completely different then New owners, i remember having a similar experience being treated like the red headed step child upon calling. Speedy had the same issue when he bought and R3 refurb they were like 'oh its a refurb' i see then the whole tone changed.

When calling for my R1 since it was brand new they roll out the red carpet by comparison so that treatment you feel you are getting might be attributed to that.

I know that both Refurbs and New machines are "supposed" to have the same warranty but its clearly not always the case.

 

Have you asked them to just replaced the defective parts? They did this for me a couple weeks back... Took some jumping through hoops but they took care of me.... Just simply ask them to fix/replace the defective parts...

- Don't know about Dumbdumb, but it wasn't a option for me... Because I used my laptop for work everyday... Maybe if they cross shipped a laptop, which I doubt they will do.... They didn't do it for me at least....

 

They generally want you to depot it now before they issue a replacement to see if they can fix/break anything wrong with it which is what they want him to do and he clearly does not want to do.

Replacement machines require 3 or more attempts of fixing the same problem but usually by number 2 they say mail it in.

Now he could mail it in but chances are he would end with 6990s back in the machine, or 560s, or something less then what he has now, so that could prove very dangerous but to them would clearly solve his problems and that is all they are trying to do nothing more.

 

no let me clarify.. I did not get 460s replaced with 7970s lol... i was under warranty and had to pay for an extra 2 years to get replacement cards for the 460s.. and those were the 6990s.. and i had a problems with those and could not get any where..so I posted here..

 

I would only agree to that if Dell agrees to send back current configs... Why can't they just send him replacement parts? I think the mobo/gpu should fix the problem... Can they give him a downgrade? I thought our warranty states equal or greater?

 

the alienware reps are great and should respond to this threads.. none of them here are rude.. all of them are very helpful around the forums.. And I like quit a few of them for this..(I dont know them all or spoken to them all but they are very curtious and polite here..

and quad you have a point.. I do not want to take that chance.. and I do not feel that that would right even if they were trying to help me.. I know for a fact that 1 person here posting in this thread got the golden treatment with his r1 and it had the 7970s..
and that leaves me wondering why I have to send mine into depot when i could have the parts just sent to me? and as for the refurbishment of my system.. if Dell/alienware is acting like that then I feel that is not ok..

I mean if they sell after market warranty's for these refurbished systems but we get inferior service because it is refurbished then they should not have sold the machine in the first place,, or issued it to any one..

 

They (Dell) gets to a certain point where they do not want to send any more parts and want you to mail it in . They probably have notes in his account now that state if he wants anymore help he has to send it because at home service is no longer an option.

Alienware also does not care much anymore if you tell them your laptop is used for work as much as it for pleasure so mailing it is not an option. They will say sorry its your only choice.

You can though keep calling/trying till you get that right special someone willing to bend the rules and help but you need a serious amount of patience to keep calling explaining your whole case over and over to each new person till you get that guy.

Bottom line for Dumbdumb is they want his machine sent in to diagnose his issues and then decide but yeah that could prove to be fatal for him and if they feel another set of cards be it downgraded or not will fix his issue they will go ahead and use those.

I would try the guys on these forums Dumbdumb im sure they have more pull then the average tech you get on the phone or they might be able to point you in the right direction at the very least .

 

thanks quad.. and here guys just thought id post a pick of my current warranty status..



and im supposed to have a year of accidental damage as i bought that the same time i transferred the warranty over into my name.. and then i had to buy 2 more years seperatley..

 

BTW, when you send it in, be sure to remove your XM processor and put the original one back in... Just in case you don't get the original system back...

 

your forgot to mention the ram!

 

And SSD...

 

Goodluck bro, so your sending it in?

 

and my 750gig seagatemomentus xt

 

I think it would be best if you were issued a refund for the amount you have spent. I think you and Dell should part ways and maybe try again. From what I can see, all parties involved have put forth a reasonable amount of patience and effort.....especially Dell going from 460m's to 7970m's.

If you are so upset and continuing to complain, I don't understand why you wouldn't want a fresh start.